Research On Beijing-Shanghai High-Speed Rail Passenger Service Quality Evaluation

With the construction of Beijing-Shanghai high-speed rail has be completed and ithas be put into operation, the passenger transport market will face the increasingly fiercecompetition. Practically, the essence and core of the passenger transport marketcompetition is the competition of the service quality. Therefore, it is necessary for us toestablish a scientific and reasonable evaluation method and evaluation system which willbe used to evaluate the passenger service quality of Beijing-Shanghai high-speed rail.Furtherly, in order to meet the demand for passenger travel, we could give some measuresto improve the service quality of Beijing-Shanghai high-speed rail. It is meaningful tobuild the best passenger service quality, to enhance competition ability and to achieve safeoperation.This paper firstly describes the research background and significance to explain thenecessarity of writing the article. Through summarize the domestic and foreign researchdocuments on the service quality, the service quality of railway passenger transport and itsevaluation, the service quality of high-speed railway passenger transport and its evaluation,we sum up the research contents of this paper. Then the paper introduces the correlationtheory of the service quality of high-speed rail passenger transport in order to understandthe connotation and characteristics of the service quality of high-speed rail passengertransport and to find out the factors which influence the service quality of passengertransport in high-speed rail. It also creates conditions for us to construct an evaluationindex system. Next we introduce the situation of Beijing-Shanghai high-speed railconstruction and the service quality, and sommarize the main problems in the servicequality of the Beijing-Shanghai high-speed rail. In the fourth part of the paper, accordingto the principle and method of constructing the evaluation system of the service quality,we construct the index system which used to evaluate the service quality ofBeijing-Shanghai high-speed rail. And in accordance with the entire process of thepassenger accepting the service, we also in stages build a table of hierarchical structurewhich has three level indexes between the target and indicators. On the basis of the above,we use the experts sort setting method to determine the weight value of evaluation index.Subsequently the paper constructs the mathematical model for evaluating the servicequality of the passenger transport of Beijing-Shanghai high-speed railway. Through thefield investigation on passenger, we use the evaluation model to measure the real service quality of Beijing-Shanghai high-speed railway, and analyse the evaluation results. Finally,according to the analysis in the third part and the fifth part, we put forward thecountermeasure and the suggestion to improve and perfect the passenger service quality ofBeijing-Shanghai high-speed rail.